Information Technology Specialist

Job Overview

The Information Technology Specialist acts as the main contact for all IT-related incidents and service requests at Coffee Planet. This role provides tiered support (first, second, and third line) to all employees, ensuring rapid resolution of IT issues and maintaining high customer satisfaction and consistent service delivery. Support is offered via multiple channels including phone, email, in-person, self-service, and remote technologies in a fast-moving work environment.

Primary Responsibilities

• Troubleshoot and resolve software and hardware issues affecting operating systems (Windows and Mac) and diverse software applications.
• Provide assistance to users for logged IT incidents as needed.
• Take ownership of problems by performing detailed analysis and applying temporary or permanent solutions to restore service promptly.
• Escalate unresolved incidents to appropriate support teams.
• Develop and implement an IT service desk system and its dashboard for efficient tracking.
• Maintain accurate and updated documentation of requests and incidents in the IT service desk system.
• Install and set up new IT hardware when required.
• Manage software and hardware upgrades and resolve issues with printers, copiers, and scanners.
• Deliver excellent customer service, ensuring attentive and professional interactions with all internal clients.
• Communicate effectively with both technical and non-technical personnel at different organizational levels.
• Exhibit motivation and teamwork abilities, managing shifting priorities adeptly.
• Create, update, and share support documentation to empower staff and reduce incident resolution times.
• Work flexibly on a rota schedule to provide necessary coverage.
• Participate in relevant internal and external training to stay current with technology and system processes.
• Adhere to Coffee Planet's legislation, policies, and procedures, and actively engage in the performance review process.
• Comply with Health and Safety legislation, including training and risk assessments, to ensure a safe workplace.
• Undertake other duties as necessary without changing the core responsibilities of the role.

Candidate Profile and Skills

• Capable of multitasking and meeting strict deadlines.
• Strong team collaboration skills.
• Ability to operate independently with excellent organizational capabilities.
• Skilled in communicating professionally with diverse audiences, both verbally and written.
• Proficient in practical troubleshooting and problem-solving approaches.
• Detail-oriented and proactive.
• Competent at prioritizing and managing workload autonomously, especially under pressure to meet service level agreements.
• Committed to best practices in customer service.
• Adaptability and enthusiasm for variable work schedules.

Qualifications

• A university degree in an IT-related discipline is preferred.
• Microsoft certifications are considered advantageous.

Experience Requirements

• At least five years experience in an IT specialist capacity.
• Advanced expertise with Microsoft Windows and Apple MAC operating systems as well as commonly used software suites like Microsoft Office and Adobe Creative Suite.
• Exceptional IT proficiency and computer literacy.
• Demonstrated customer service experience with confidence and professionalism.
• Strong skills in hardware, software, and network operating systems with advanced troubleshooting and problem resolution ability.